Last week to soak up all the beauty and brains at McCartney's show at Goldesberry Gallery
Why marketers who don't understand Facebook may be wasting their time

Good experience journey replaces customer satisfaction

I used to work in the business of measuring customer satisfaction, mostly for auto dealerships. It quickly became a superficial game for everyone involved, but we tried to keep it real, mostly by listening carefully. Since then, 'customer experience' has become a Wikipedia entry. Every year I now attend the Good Experience Live (GEL) Conference

Experience is an abstract concept like quality. However, it's a powerful concept for marketers if we think about the customer experience as a journey the customer makes with us. Are we being a valuable companion? 

Photo by Louis Vest, from Flickr: "Daylight, Outbound" A pilot's holiday. Taken on the Houston Ship Channel.